451 Research and Adyen teamed up to better understand how shoppers are reshaping retail. This survey explores new shopping experiences, expectations and retailer reactions.

1. Retail: The age of experience
Based on a 2018 US Survey

2. Shoppers are
reshaping retail
The survey was designed to better
understand their shopping experiences,
preferences and behaviors, as well as to
learn about their expectations for retailers
and their shopping desires.

3. Survey sampling
1,000+ US consumers, age 18+
250 B2C retailers in the US

4. Tomorrow’s superstar?
Customer experience

5. New shoppers demand
new experiences

6. Meet the
Spendsetters
A unique subset of shoppers who
love technology and have high
expectations of their experience.

7. 1 in 3 consumers
52% of millennials
40% of all ≥$150K earners
Spendsetters

8. Context
Personalized to me
Control
Interact on my terms
Convenience
Fast, easy and frictionless
What they want

9. 75%would shop more in-store with a
“just walk out” payment experience
Convenience
Fast, easy and frictionless

10. 69%would shop more in-store with shorter lines
and direct shipping of out-of-stock products
Convenience
Fast, easy and frictionless

11. 65%prefer retailers who allow them to check
availability online before going to the store
Convenience
Fast, easy and frictionless

12. 72%would shop more with personalized product
recommendations and coupons based on location
Context
Personalized to me

13. 61%want personalized experiences based
on past purchases and preferences
Context
Personalized to me

14. 53%prefer a store with a
mobile loyalty program
Context
Personalized to me

15. 59%want to use a store-branded
app to pay onsite
Control
Interact on my terms

16. 80%are comfortable using digital wallets
spend up to $500
75% spend any amount
25% Control
Interact on my terms

17. 53%would shop more online if they could use a
chatbot with personalized recommendations
Control
Interact on my terms

18. Why does it matter?
Because it affects the bottom line

19. $37.7Blost in potential sales due to long lines
Lost to competitors
42%

20. $1.1Bin potential sales are lost by not supporting
customers preferred payment methods

21. Giving Spendsetters what
they want means more
revenue for retailers

22. About Adyen
Adyen is the payments platform of choice for many
of the world’s leading companies, providing a
modern end-to-end infrastructure connecting
directly to Visa, Mastercard, and consumers’
globally preferred payment methods. Adyen
delivers frictionless payments across online,
mobile, and in-store channels. With offices across
the world, Adyen serves customers including
Facebook, Uber, Netflix, Spotify, Casper, Bonobos
and L’Oreal.
Learn more at www.adyen.com

23. Get the full
“Retail survey report 2018”
Download